FAQ's

Answers to what customers ask us most. If yours is not here, call (602) 272-8655 Monday through Friday, 8:00 AM to 4:00 PM Arizona time.

Ordering and accounts

What are your hours?

You can order online any time. Customer service is available Monday through Friday, 8:00 AM to 4:00 PM Arizona time, and we are closed on major holidays. Email customerservice@kgsupplies.com for order questions or sales@kgsupplies.com for quotes and new accounts. Expect a reply within one business day.

Do you sell to the general public?

No. We are a wholesale distributor and we sell to businesses in the sign, print, and graphics trade. We also do not print graphics ourselves. If you need something printed, call us and we will refer you to a shop in your area that does that work.

Do I need an account to see pricing?

Yes. Wholesale pricing requires an account. Set one up here, or ask about our B2B program.

Do you accept purchase orders?

Yes, with pre-approval. Schools, state and government agencies, and military are the most common. Contact us and we will call you to set it up.

Can I cancel or change an order?

Call us before it ships and we will do what we can. Once an order is on a truck it is out of our hands. Special orders cannot be cancelled once placed, and carry a restocking fee.

Do you have a printed catalog?

No. The website carries the full line, and it stays current in a way a printed catalog cannot.

I cannot find an item on your site. Can you get it?

Often, yes. Sourcing unusual products on request is a real part of what we do — call (602) 272-8655 or email customerservice@kgsupplies.com and tell us what you are looking for.

Delivery and shipping

How fast will I get my order?

In-stock orders are processed and shipped within 24 hours. Three cutoffs apply, all Arizona time:

• 9:30 AM for same-day Phoenix metro delivery
• 2:00 PM for next-business-day overnight courier
• 1:00 PM for same-day UPS Ground dispatch

Cut-to-size and slit orders need production time first. See Shipping & Returns for the full picture.

Do you deliver to my area?

We run our own trucks across Arizona and ship overnight into the surrounding states. Order minimums vary by area — details on the page for your market:

• Arizona — same-day Phoenix, weekly Tucson van, Yuma every other Thursday, northern Arizona runs
• New Mexico
• Las Vegas
• El Paso
• Colorado

Everywhere else in the continental US, we ship UPS.

Do you offer free shipping?

Delivery is free when your order meets the minimum for your area. Some individual items also ship free — when one qualifies, it says so on that item's product page. Full terms on Shipping & Returns.

What happens if my order is under the minimum?

We still deliver it. A $40 fee applies to that shipment. Minimums are figured per shipment, so combining orders is the simplest way to avoid it.

Is there a charge for oversized material?

On courier shipments, anything larger than 48" x 48" has to be crated by hand, which adds a $12 box fee plus $40 oversized handling per shipment. There are no size charges on our own van routes, whatever the panel size.

Can I pick up at your warehouse?

Yes, at our Phoenix distribution center, 3611 W. Cambridge Ave., during business hours. Select pickup at checkout and we will email you when it is staged, usually within a few hours. Our Tucson facility is a production center only and does not do pickups.

Can I ship on my own UPS or FedEx account?

Yes. Choose your shipping method at checkout and enter your account number in the special handling and notes box. Whether you save depends on your carrier contract.

Do you ship internationally?

Yes. Enter your international address at checkout. For large or unusual international shipments, contact us and we will negotiate freight rates for your requirement.

Cutting, slitting, and custom orders

Do you cut sheets to size or slit rolls to width?

Both, in house. Order the piece you need instead of buying a full sheet and eating the drop. See cutting services and roll slitting.

How long do custom cuts take?

Typically 48 to 72 hours to process before the order ships. If you need it faster, call us and we will tell you what is possible.

Returns and claims

Can I return an item?

We do not accept returns. The one exception is material with a manufacturer defect. Sign media is bought to a job, and once a roll leaves our warehouse we cannot verify how it was stored or resell it. Call us before you order if you are unsure which product fits.

My material has a manufacturing defect. What do I do?

Stop using the roll, keep the packaging, liner, and product label, and contact us within 30 days of delivery with your invoice number, the roll and lot numbers from the label, and photos. We will provide the manufacturer's claim form and take it up with them on your behalf. A partially used roll is still eligible — most defects only show up on the machine.

My shipment arrived damaged. What do I do?

Inspect every shipment on arrival. Note the damage on the delivery receipt as DAMAGED before you sign, then call us the same day. Once a clean receipt is signed, a carrier claim is very hard to win.

You shipped the wrong item.

Call us. If we picked it wrong, we correct it at our cost.

Equipment

Do you sell printers, plotters, and laminators?

Yes — Mimaki, Graphtec, GFP, STS, Mutoh, Keencut, heat presses, and RIP software, plus the ink, blades, and parts to keep them running. See equipment and software.

Can I finance equipment?

We work with three lenders who specialize in the sign and print trade. We are not a lender and do not make credit decisions. See financing options.

Can I see a machine before I buy?

Yes. Book a demo at our Phoenix warehouse or online, and bring your own file and media so you see it run your work rather than a canned sample.

Products and pricing

What brands do you carry?

ORAFOL, Arlon Graphics, 3M, Metamark, KPMF, Mactac, Nekoosa and RTape, Specialty Materials, Stahls, Contra Vision, Magnum Magnetics, Nikkalite, Plasticade, POLI-TAPE, Drytac, Aslan, Mimaki, Graphtec, and more, plus our own Copper Crest house brand. See all brands.

Do you price match?

Yes, subject to the terms on our Price Match page.

Where are you located?

Our distribution center is at 3611 W. Cambridge Ave., Phoenix, Arizona 85009. We also operate a production center in Tucson. We have been in this industry since 1985.